A mission statement offers a picture of what an organization would be if ___

if completely fulfilled its potential

Effective supervisors must be able to guide their work units in developing ___

clearly defined goals

Closely knit teams create

the most effective supervisors

How does team spirit grow

out of a sense of pride and belonging

Todays supervisors do not hesitate to rely on the expertise of ___

their employees

The goal of a supervisor is the leader of a team rather than

the boss of a group

To catch problems while they are still small, what is it important to do?

develop empathy - an awareness of the feelings of others

Effective supervisors are willing to ___ jobs in order to make them more interesting and challenging

redesign

Todays employees resist work that is ____

monotonous or that they percieve as meaningless

When possible what would an effective supervisor do with an employees personal goals?

integrate their personal goals into the job

As a supervisor, how should you measure success?

outcomes and results, not processes or level effort

Leadership involves leaders act, followers react? OR
a two way process that commitment from both parties

leadership is a two way process that requires commitment from both parties

According to chapter 3, leadership will be defined as ___

an activity, an influence process, in which an individual gains the trust and commitment of others and without recourse to formal position or authority moves the group to the accomplishment of one or more tasks

Leadership is the exertion of ___

positive influence

Good leaders tend to show concern for ___

others as well as tasks

Who tends to have the most useful perception of your leadership skills

subordinates views, especially if they are allowed to remain anonymous

What is a better predictor of effective leadership -
behavior or personal traits

behavior. Personality is one thing, how they actually operate (behavior) is where its really key

What are the three sources of influence

1. Role: a supervisors role carries with it the requisite power and authority to ge the job done
2. Reputation: the second major source of a supervisors influence
3. Behavior: supervisors should seek as much behavioral feedback as possible

What are the three conditions for influence

1. Trustworthiness: most people are reluctant to allow those they do not trust to enter their lives and exert influence
2. Expertise: perhaps the most essential condition for influence
3. Attractiveness: whether people percieve the influencer as having values and beliefs that are similar to theirs

the legitimacy of the guiding principles that the organization lives by

Name 5 practices as a leader that should improve your leadership capacity

1. seek feedback early and often
2. find worthy models and mentors
3. become a student of leadership
4. find the challenges that are right for you
5. develop a plan that is right for you

For supervisors work planning means determing what 6 factors

1. what needs to be done
2. the order of the tasks
3. when the work must be completed
4. what support will be needed to complete it
5. who will do the work
6. what the expected quality of the results will be

What 4 elements should a good work plan have in place

1. a clear statement of the specific goals to be accomplished
2. a step by step description of the tasks requiring completion
3. a schedule that details the people and supplies that are needed to reach the goals
4. a description of ways to measure progress and results

Stating goals, what is the acronym SMART

1. Specific (what is to be done)
2. Measurable (expectations)
3. Attainable (is it doable)
4. Results based (end product)
5. Time bound (when is it to be completed)

What is the most important aspect of scheduling resources

scheduling the time of the people who will be doing the work

Checking on the progress or work

1. are we on schedule
2. is the work being done correctly
3. are the quality and service level as expected
4. can we improve on our processes for the next time
5. could any part of the operation be improved by teaching new skills

Project management basics

1. involves a series of complex tasks
2. is bounded by time and resources
3. has a clearly defined outcome

Supervisors spend only about __ percent of their time on the activities that produce ___ of the result

20, 80

What does it take to make a system work?

good organization

How is the formal organizational different from the informal organization

- formal organization is on paper. How one unit is supposed to work with all the other units
- informal organization is shaped by human factors including workers interests, backgrounds, preferences and affiliations

Name the three major models of formal organization

1. Line organization, or chain of command which is the simplest
2. Line and staff organization relies on experts to advise line officials
3. Functional organization in which each of the organizations specialized functions has its own department, and that department is headed up by an expert or specialist

Which type of organization is used by public safety departments

line organization, because its the simplest and its chain of command

What is the bottom line of teamwork

teamwork is good business

In building a team, as a supervisor what do you need to do with your team members

create an environment where the differences between people become assets rather than liabilities

True or False
People are less likely to be motivated to work towards a common goal if they feel that they are part of a team effort

false. People are more likely to be motivated when they are part of a team effort

A group passes through what 4 stages on its way to becoming a team

1. Forming - when members come together and are uncertain of the nature and role of the group
2. Storming - marked by conflict - mainly over who will lead, and how the group members will respond to that leader
3. Norming - the beginnings of cohesiveness and closeness amongst the group members
4. Performing - when the group

The seven steps to teamwork

1. show team members where they fit into the system
2. hold frequent meeting with team members
3. set goals with your team
4. encourage team members to suggest solutions to problems
5. let team members tell you things you may not want to hear
6. let team members set the standards
7. respect diversity

A key concept to teamwork is shared management, explain

where management and employees work together

Create a career ladder enabling those who work hardest to achieve new success and move forward to ___

new challenges

One of your roles as supervisor is to plan ahead for the future supervisory needs of your organization. What is a way to do this

mentoring members of your team that you believe have potential

Whose job is it to run orientation for new employees

the supervisor

Whose job is it to ensure that a new employee get off to a good start

the supervisor

Early in the orientation period, two points should be made clear - name them

- what you expect from the employee
- what the employee can expect from the job

What is a check back system

this means setting aside time for the new employee to ask questions and to tell the employee what he or she is doing right and what needs improving or changing

Effective supervisors treat performance evaluation as a continous process or as a one a year activity

a continuous process

Are first impressions frequently right or frequently wrong

first impressions are usually WRONG. Second, third, even tenth impressions can be wrong a well

When does evaluation of a new employee begin?

the day a person accepts a job and a personnel file is opened

In truth, when is the evaluation process in motion

the evaluation is always ongoing

Goals should be ____ but ____

challenging but realistic

What is wrong with evaluating once a year

many of the actions, good and bad, will be old and possibly forgotten

What is very important as the supervisor continually evaluates a new employee in the first 6 months

A good attitude by the supervisor

What must the emphasis be on during the assessment process

the emphasis must be on results

Is the annual evaluation a good time to place reprimands on an employee

NO

Generally speaking there should, or should not, be surprises in a formal evaluation interview

there should NOT be surprises

What is the central tendency effect

when the supervisor rtes everyone at the midpoint of the scale, regardless of performance

What is the recency factor

when the supervisor rates an employee on the basisi of recent occurrences rather than the whole appraisal period (this could be positive or negative occurrences)

What is the halo effect

this occurs when the supervisor lets performance in one area influence the ratings for other areas

Effective supervision is a necessary part of effective supervision. Studies show that ___ percent or more of the supervisors day is spent in some form of verbal communication

80 percent or more of the supervisors day is spent in some form of verbal communication

There are two types of communication, name them

- one way communication is when no feedback from the reciever is encouraged or allowed
- two way feedback is when feedback is allowed and/or encouraged

What is paralanguage

how something is said rather than what is said. includes the tone of voice, pitch, emphasis, speed, loudness, and pauses we use when we speak.

Effective supervisors should or should not be conscious of how they use personal space

SHOULD be very conscious on how they use personal space. If personal space is invaded, in anyone's eyes, it can be misinterpreted

What is a good way to counteract resistance to feedback from an employee?

by asking your employees to give YOU feedback on your performance as well

Active listening, true listening is what

goes beyond just hearing. It means understanding what the other person is saying

1. responsibility - give an employee the responsiblity to achieve a task
2. authority - they must be given the authority to complete the task
3. accountability - must be held accountable

What are the basics of effective counseling?

- empathy
- caring
- listening
- confidentiality

What are the aspects of mentoring

the mentor serves as inspiration for personal growth and development, supports the employee on his or her career path, acts as a sounding board for difficult decisions, and serves as an ally and adviser

Mentoring relationships are formal or informal

both

Ultimately, what is your main job as a supervisor

to get work done through yoru employees

Theory X, Y and Z comes from ___

Douglas Macgregor's
The Human Side of Enterprise

Discuss Theory X

theory x believes that
- people dislike work and will avoid it if possible
- people must be controlled and directed in the execution of their tasks
- people are only productive if they are coerced and intimidated

Discuss Theory Y

theory Y believes that
- work is a natural activity and an opportunity to learn and develop
- people are motivated by the opportunity to do challenging work
- self discipline is necessary if work is to be accomplished
- people will accept and even seek responsibility

Discuss Theory Z

theory Z believes that
- people are complex and their needs vary from day to day
- workers may be simultaneously motivated by short term and long term rewards
- people bring their personal motives to work and the experiences they have at work teach them new motives

In Maslow's hierarchy of needs, discuss the self actualization or self fulfillment need

this is the need to fully develop ones abilities and a satisfying life

Research has uncovered 4 distinct types who are motivated by public service, name them

1. Samaritans: motivated to help the underpriviliged or in distress
2. Communitarians: motivated by an intrinsic desire to serve the public good
3. Patriots: have a strong sense of duty and commitment to the public good
4. Humanitarians: motivated by a strong sense of social justice and a desire to make a difference in the community

To release higher levels of motivation in your employee, what are some of the things a supervisor can do

- involve your employees in decision making and setting goals that directly affect the quality of their work

What is a normal human response to change?

resistance. Many of us would rather live with a problem that is familiar than to try to adopt a solution that is unfamiliar

People are much better at adjusting to change if ____

they have time to prepare for it

When change must take place, what is the difference between compliance and commitment

- compliance means that people feel they HAVE to make the change
- commitment means that people WANT to make the change

When dealing with rule violations what are 5 steps that would be wise to follow

1. Act promptly
2. Get all the facts
3. Decide what action to take
4. Hold a disciplinary interview
5. Use the appeal procedure

What is the difference between gripes and complaints?

- gripes are what people do to just let off steam
- complaints are more serious because ir does require that the supervisor take some sort of action

What is a grievance?

a grievance is usually a written expression of an employees dissatisfaction with some aspect of the job that is not under the employees immediate control

Formal grievances are or are not allowed on management issues

NOT allowed on management issues. A grievance grows out of an employees feeling that her or she has been treated harshly or unfairly by the organization, fellow employees or the supervisor

What is the supervisors job when it comes to gripes, complaints in relation to grievances?

supervisors job is to respond to gripes and complaints BEFORE they turn into grievances

Effective supervisors catch problems when they are ___ and easier to deal with

small

Are grievances personal criticisms?

NO

Handling a grievance, what should the supervisor do

- protect the employees basic rights as a citizen
- fit the size, complexity, and operating conditions of the organization
- be simple and easy for employees to understand
- allow the employee to be accompanied or represented by an individual of his or her choice
- be in written form and brought to the attention of all employees
- provide for a prompt satisfactory response
- be fully understood and supported by all levels of management

How you listen can have what effect on a grievance

it may have alot to do with how easy it is to settle a grievance

If your organization already has a safety program then ___

much of your work is already done

A good safety program has two important components

1. Things that employees shouldn't do
2. Things that employees should do

What are the 4 major sources of accidents

1. People
2. Equipment
3. Materials
4. Environment

Out of the 4 major sources of accidents, what is the biggest cause?

people

Basic causes of accidents can be divided into two groups, name them

1. Personal factors
2. Job factors

Who wrote, and what is, the domino effect

Written by H. W. Heinrich it goes as follows:
1. Lack of management control is the first to fall
2. Basic causes is the second
3. Immediate causes is the third domino to fall
4. The accident is the final domino to fall

What is the main point of the domino effect to the supervisor

that there are many things that a supervisor can do before the last domino falls

Immediate causes are the symptoms of the basic causes and fall into two categories, what are they

1. Unsafe practices
2. Unsafe conditions

The most effective way to run a safety program is ___

to have the emplyees manage the program themselves. Have the employees create the program out of the knowledge of their jobs. Inspire teamwork

What are internal customers

internal customers are inside the organization including your co workers, your supervisor, and everyone right up the management line. Your employees are also your customers

What are external customers?

outside the organization including citizens, visitors, local business owners etc.

What do local governments use to define customer service?

service standards

Moments of truth. What does this mean according to this book?

those times when customer service is tested

While professionalism can be measured in many ways, which is the most obvious

appearance

Common courtesy is yet another meaure of ___

professionalism

Complaints are important why?

because they signal that something is wrong

What is ethics?

the practice of applying a code of conduct to day to day actions

Anyone who is part of the government is also a ___

public servant

Ethics is an important part of your local governments overall ___

mission

What does and ethical organization look like?

everyone is treated with honesty and respect

Local governments obligations are often summed up in a single word: ___

accountability

In practical terms it is not enough to just "do the right thing"

you also have to APPEAR to be doing the right thing

Having professional ethics means what to you as a supervisor

it means striving to do your best as a supervisor

Think carefully before you ___

act

Every action you take will have ___

consequences

Everything you do ___

counts

The ethical action test

- is it legal
- does it comply with our rules and regulations
- is it consistent with our organizational values
- does it match our stated commitments
- will I feel comfortable and guilt free if I do it
- would I do it to my family and friends
- would I feel okay if someone did it to me
- would the most ethical person I know do it

What is the Kid or Parent on your shoulder test

what would I say to my child, or my parent, about the action I'm about to take

What is the newspaper headline test

how would you feel if the lead headline in tomorrows paper announced what you are thinking about

What is the golden rule test

would I want to be treated in the same way I'am considering treating someone else